Pawviva

Refund and Return Policy

Last updated: June 1, 2025

At HeySlim, we are committed to providing you with a clear understanding of our refund and return policy. Please read the following carefully.

1. Medications and Regulatory Controls

Medications are subject to strict regulatory controls. For safety and legal reasons, the following applies:

  • No Returns or Refunds After Dispensing: Once a medication has been dispensed by a network pharmacy, we cannot accept returns or offer refunds for it. This is because dispensed medications cannot be reused and must be disposed of safely if returned.

2. Order Cancellations

2.1. Medication Orders:

  • You may request to cancel your order for medication at any point before a Network Service Provider/Pharmacy (NSP) has confirmed your order.
  • To request a cancellation, please contact our support team immediately at pawviva@call-acs.com with your order details.
  • If your order has already been accepted by an NSP and/or your medication has been dispensed, we will be unable to cancel the order or offer a refund (subject to section 3 below).

2.2. Subscription Services (if applicable):

  • If you are on a subscription plan, you can cancel your subscription to prevent future charges and deliveries. Please refer to your account settings or contact us at pawviva@call-acs.com for instructions on how to cancel.
  • Subscription cancellations will typically take effect from the end of your current paid billing period. You will continue to receive any medication or services already paid for in that period unless otherwise agreed or specified in section 3.

3. Circumstances Where a Refund May Be Issued

Notwithstanding the above, we may issue a full or partial refund in the following specific circumstances:

  • Cancellation Before Dispensing: If you successfully cancel your order for medication before it is dispensed by a NSP.
  • Non-Fulfilment by Pawviva: If we are unable to fulfil your order due to lack of stock or other operational reasons on our part.
  • Faulty, Damaged, or Incorrect Products:
    • If you receive medication or products that are faulty, damaged in transit, or not what you ordered, please contact us at pawviva@call-acs.com within 48 hours of delivery.
    • Please provide your order number, a description of the issue, and photographic evidence if possible.
    • For medications, we typically cannot accept a return of the item itself. However, we will investigate the issue and, if validated, may offer a replacement or a refund at our discretion.
  • Significant Service or Pricing Errors: If there has been a significant error in the pricing or description of services or products you have ordered, and this error is identified by us or brought to our attention.

Contact Us

If you have any questions about our Refund and Return Policy, please contact us at: pawviva@call-acs.com